SMC Insights Manager

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company's three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses, Spectacles.
We are looking for a SMC (Small and Mid Customer) Insights Manager to join Snap Inc. This role will take responsibility for optimizing the advertiser experience for our digital advertising platform and go to market solutions. This role will take responsibility for collecting and socializing insights related to customer journeys on and within product, marketing, and sales touchpoints.
The successful candidate will drive the execution of SMC customer insights projects on a global scale. The role is ideal for someone with proven hands-on B2B insights experience, a hunger to drive significant business impact, and an interest in engaging deeply in work execution. The ability to create strong cross-functional partnerships with SMC Growth, Sales, Marketing, Data, Engineering, and Product will be critical for success in the role. The position will report to the SMC Head of Customer Insights.
What you'll do:

• Conduct surveys, and interviews, to understand customer experience, customer needs, pain points, behaviors, and preferences.
• Analyze data from website analytics, and other sources to identify areas for improvement in the customer experience and content.
• Use qualitative and quantitative methods to evaluate existing and new features on a self-serve website, and ensure the features are advertiser-friendly, intuitive, and meet the needs of the target audience.
• Develop understanding of advertiser customer journeys, and their needs during different website sessions/ visits.
• Create customer personas, advertiser flows, wireframes, and other design artifacts to communicate product, marketing and sales solutions.
• Continuously monitor and evaluate the effectiveness of changes to customer touchpoints including our Ad platform and public facing websites, and make recommendations for further improvements.

Knowledge, Skills & Abilities:

• Experience with qualitative methodologies - individual and group interviews, diary studies, direct observation, think-aloud usability experience testing, etc.
• Familiarity with website analytics tools, such as Google Analytics / Adobe Analytics.
• Ability to present and brainstorm research findings with both technical and non-technical/business audiences.
• Ability to connect the dots between disparate sources and think strategically about how recommendations will impact the bottom line of the business in the short-term and long-term.

Minimum Qualifications:

• At least 8 years of experience conducting B2B research for SaaS businesses or self-serve websites.
• Bachelor/Master in Computer Science, Human Computer Interaction, Information Science, Psychology, Social Science, or any related field or equivalent years of experience

Preferred Qualifications:

• Experience with quantitative research (metrics, survey design, response effects, sampling, crosstabs, and statistical concepts, etc.)
• Experience in evaluating, negotiating, and working with external research vendors
• You are able to demonstrate critical thinking beyond business requests
• You enjoy collaborative work in a dynamic, data-driven and creative environment
• If you are passionate about customer experience, have a strong track record of conducting research for advertiser-facing workflows, we encourage you to apply for this position.

Compensation
In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.

• Zone A (CA, WA, NYC): The base salary range for this position is $205,000 - $295,000 annually
• Zone B: The base salary range for this position is $195,000 - $280,000 annually
• Zone C: The base salary range for this position is $174,000 - $251,000 annually

This position is eligible for equity in the form of RSUs
"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a "default together" approach and expect our team members to work in an office at least 80% of the time (an average of 4 days per week).
If you are not based in the same location(s) listed for this role and are open to relocation, we encourage you to apply to take advantage of our generous relocation policy.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don't be shy and contact us at accommodations-ext@snap.com.
Our Benefits: Snap Inc. is its own community, so we've got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap's long-term success!